Digital Support Manager, Marketing sites - DFS5218436 in Hong Kong at DFS

投稿された日付 10/7/2021



DFS Global Technology is seeking an experienced Digital Support Manager to lead service management / process management / operations support activities, driving related operating practices and effective implementation of relevant standards. This candidate will be responsible to support rollout digital solutions. This candidate should possess a balance of technical depth, business acumen, and strong communication skills. The role involves working collaboratively with a range of stakeholders and providing knowledge and advice to support performance optimization.

Key Responsibilities:

• Manage incidents and problems related to digital solutions, leveraging all available IT resources and vendors
• Review processes, change execution and result impacting solutions, understand failed changes and their impact, suggest improvements to avoid unnecessary business impact
• Take ownership of major incidents and ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
• Manage IT services vendors for daily support
• Standardize the process and procedure of service delivery
• Manage SLA compliance (daily check, reporting)
• Manage the relationship with different technology and business functions within various levels
• Be the primary escalation point for digital solutions
• Lead and drive business requirements analysis, delivery plan on enhancements and processes, considering risk management and cost-benefit analyses
• Ensure on time and on budget delivery of enhancements while also ensuring that service delivery gates and governance are properly adhered to

Key Requirements:

• Degree in Computer Science, or equivalent experience
• Minimum 6 years of relevant experience in technology implementation or consulting (preference with digital and ecommerce projects)
• Professional / technology certification is desirable
• Experience in project and process management in the digital and eCommerce domain
• In depth understanding of retail operations and eCommerce systems
• Strong communication skills that enable you to communicate smoothly with the team, to give clear instructions, and to provide great customer service
• Experienced working in multinational environments and flexible attitude
• Innovative mindset to create new ways of working